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I asked to ask for the account some time ago for gambling addiction and it was not closed to me, I continued to lose money, I ask you to help me with the closure and refund of the money lost at least after repeated requests

Ho chiesto di chiedere l’account già un po’ di tempo fa per ludopatia e non mi è stato chiuso, ho continuato a perdere soldi, vi chiedo di aiutarmi per la chiusura e il rimborso dei soldi persi almeno dopo le ripetute richieste

Hello Gabriele,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with 1win Casino. Please allow me to ask you a few more question before we would move forward.

When did you request for self exclusion for the first time in this casino? How much did you deposit since your request was sent? Did the casino ever respond to it? Did you also mention gambling addiction to the casino?

When was the last time the casino responded to you and what was it about?

Looking forward to your answer.

Regards,

Nick

Hi thank you for replying, I had sent the request for self-exclusion several times in the last month by writing "for gambling addiction", they replied that there is no self-exclusion and the account would be blocked only after 3 months without any activity in the game, after having requested the self-exclusion I will have lost about 800/1000 €.

if you can help me you would do me a really big favor I don't know how to do it anymore.

Ciao grazie per aver risposto, io avevo mandato la richiesta di autoesclusione parecchie volte nell’ultimo mese scrivendo proprio "per ludopatia" , loro mi hanno risposto che non è prevista autoesclusione e il conto sarebbe bloccato solo dopo 3 mesi senza nessuna attività nel gioco, dopo aver richiesto L autoesclusione avrò perso sugli 800/1000€.

se riuscite ad aiutarmi mi fareste davvero un gran favore non so più come fare.

Hello Gabriele,

Could you please forward the e-mail in which you requested for the exclusion to [email protected]? Or did you request only in the live chat?

I requested in live chat

Ho richiesto nella chat dal vivo

Hello!

The user account with the email address [email protected] was blocked at the request of the client. May I ask you to close the complaint?

Sincerely, 1win team.

Здравствуйте!

Аккаунт пользователя с почтовым адресом [email protected] был заблокирован по просьбе клиента. Можно попросить закрыть жалобу?

С Уважением, команда 1win.

I wrote in remorse for the money I lost

Ho scritto per il rimorso dei soldi che ho perso

The account was closed after 4 times I asked for it, after having lost a lot of money because I was not given the opportunity to close it, I demand a refund of the money I lost due to the casino not giving the possibility to stop to play as it should be.

L’account è stato chiuso dopo 4 volte che l’ho chiesto, dopo aver perso tanti soldi perché non mi è stata data la possibilità di chiuderlo, pretendo il rimborso dei soldi che ho perso per colpa del casino che non da la possibilità di smettere di giocare come dovrebbe essere.

Hello Gabriele,

Could you please advise if you have any evidence, screenshot or chat transcript about requesting the self-exclusion? Please note that without it we have basically zero evidence of your claim and we won't be able to do much. If you have please forward it to [email protected].

Dear Gabriele,

We are extending the timer by 7 days. Please, be aware that in case you fail to provide the required information in the given time frame, we will reject your complaint.

The complaint will be now rejected for the above mentioned reason.